Software Platform Support Engineer

Job Description

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
 

Agilent’s Services Division, part of the CrossLab group, has the mission to become an indispensable partner to our customers by providing lab-wide insights, services, and business models that drive improved operational, economic, and scientific outcomes​.  

Agilent has a growing market interest in the space of digital laboratory management and operational planning software solutions. In a culture of continual improvement expectations, Agilent's CrossLab Connect suite of digital products are deployed and delivered globally. The ACG Services Division is staffing a high performing position to maintain the support strategy for CrossLab Connect, enable post-sales cross-functional support of the product, and to ensure a best in class Customer Experience.

You will focus ownership on ongoing maintenance and new features of the CrossLab Connect and participate in ongoing platform development as the subject matter expert.

You will interact with product management, QA, IT, marketing, sales, technical support, digital engineering, system reliability engineering, and product development cross-functional teams, as well as external customers, as needed to ensure that products have the necessary features and supportability goals. In addition, you will use your in-depth technical or scientific knowledge and product expertise to resolve product support escalations.

This role will be primarily responsible for creating and maintaining comprehensive, holistic support strategy that is forward-looking to the future vision of the product roadmap and adjusts to customer and user experience needs. You will also contribute to new product roadmap plans and be involved in the creation of new software platforms and capabilities, working closely with software engineers and development teams to identify and resolve potential issues in the development stage.  This role will also ensure support plans, repair levels, and cross-functional deployment strategies are developed and implemented.

Additional responsibilities may include:

• Provide technical product and measurement consulting on presales opportunities.

• Be responsible for writing product/process user documentation.

• Develop and deliver technical training to the Agilent technical support teams, such as field service and remote service engineers.

• Reduce broad concepts, business strategies into structured projects.

• Lead the design/ delivery of new support strategies/ processes; is the key technical contributor.

• Solve complex, high impact technical support program/ process design/ development problems.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Life Sciences, or a related technical field; or equivalent practical experience.
• 8+ years of relevant professional experience including at least 2–3 years supporting or deploying enterprise-level SaaS or laboratory informatics platforms
• Demonstrated ability to deliver exceptional customer service and build strong relationships with lab personnel, facility managers, and technical stakeholders.
• Strong analytical and troubleshooting skills, with the ability to diagnose root causes in complex lab environments and distributed systems.
• Ability to identify root causes and resolve instability issues within complex distributed systems.
• Deep understanding of best practices in web operations and system reliability.
• Detail-oriented and cautious, with a strong ability to assess risks and balance them against operational efficiency.
• Energetic, proactive self-starter who thrives both independently and in team environments.
• Proven leadership in developing and executing cross-functional, web-based platform initiatives.
• Track record of delivering solutions that drive customer success and operational excellence.
• Demonstrated depth and/or breadth of specialized knowledge in the role’s domain.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least September 16, 2025 or until the job is no longer posted.

The full-time equivalent pay range for this position is $135,840.00 - $254,700.00/yr plus eligibility for bonus, stock and benefits. Ou